Voice Analyst

Voice Analyst

Job at a Glance

• Title: Voice Analyst
• Location: Arlington, VA (primarily remote + some onsite work)
• Contract: W2 only, 12 month contract + option for extensions/conversion
• Pay: $40-$50/hour + optional medical, dental, vision, 401(k) match

Overview

The Voice Analyst is responsible for the design, implementation, operation, and support of countywide voice and unified communications (UC) systems that support public safety, administrative services, and constituent engagement. This role serves as a senior technical subject-matter expert for Cisco Collaboration, Microsoft Teams Voice, and contact center platforms, ensuring highly available, secure, and compliant voice services across on-premises, cloud, and hybrid environments.

Key Responsibilities

• Design, deploy, and support county enterprise voice and UC environments across on-prem and cloud platforms
• Provide Tier 2 support for issues related to voice systems.
• Administer and maintain Cisco Unified Communications infrastructure, including CUCM, Unity Connection, gateways, CUBE, and Expressway
• Implement and support Microsoft Teams Phone / Teams Voice, including Direct Routing and hybrid voice integrations
• Support and integrate contact center solutions, including Five9, to enable constituent service centers and departmental call queues
• Ensure voice services meet public safety, resiliency, and continuity of operations (COOP) requirements
• Troubleshoot complex call routing, call quality, and signaling issues (SIP, RTP/SRTP, codecs, QoS)
• Coordinate with telecom carriers, vendors, and internal county departments on service delivery and upgrades
• Support upgrades, patches, system health checks, redundancy, and capacity planning
• Develop and maintain technical documentation, diagrams, and operational procedures suitable for public-sector environments
• Provide Tier III escalation support and mentor junior technical staff

Required Skills

• 5+ years of experience supporting enterprise voice and unified communications environments
• Strong hands-on experience with Cisco on-prem voice infrastructure, including: Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco gateways, CUBE, and Expressway
• Proven experience with Microsoft Teams Voice / Teams Phone, including: Direct Routing, hybrid voice architectures, integration with Cisco or third-party SBCs
• Solid understanding of VoIP technologies (SIP, QoS, codecs, E911 considerations)
• Experience supporting mission-critical or regulated environments
• Ability to work collaboratively with network, security, public safety, and application teams
• PowerBI and Powershell experience

Preferred Skills

• Experience in county, municipal, state, or other public-sector environments
• Experience supporting or integrating Five9 contact center solutions
• Familiarity with E911 / emergency calling requirements
• Experience supporting multi-department or multi-location voice environments
• Strong documentation, communication, and stakeholder engagement skills

Why Should I Apply?

This position offers the opportunity to support critical county operations and public safety through reliable, secure voice services. Join a team dedicated to delivering impactful communication solutions in a public-sector environment.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.